Put an AI first-responder on EV charging support so drivers get answers about sessions, billing and site access without waiting on a shared call center: AI agent prompt
Salesforce published a Nov 6, 2026 customer story on Greenlane, which is building a high-power charging network for commercial electric trucks. With its first site live and more planned, drivers on tight delivery schedules needed fast answers about charging sessions, reservation holds, billing and onsite access, but shared call-center agents lacked the detailed context. Greenlane configured Agentforce on its existing Salesforce stack (Service Cloud, Data 360, Slack) so the agent pulls from curated knowledge articles and never invents an answer missing from approved sources. The team wrote over 100 test scenarios, including messy spoken paraphrases and alternate hardware names, and measured accuracy, handle time and escalation. Early testing reported 98% AI response capability across 106 scenarios, answers 58% faster than the shared call-center model, and 15% higher answer accuracy. Figures are Greenlane's as reported by Salesforce; the agent is positioned as first responder with a clear route to humans for edge cases.
The prompt
Build a first-responder support agent for my [EV charging / field service] network. Knowledge I will paste: [FAQs, billing rules, site access notes, hardware names and slang drivers use]. Rules: answer only from that knowledge; never invent a price, status or fault code; escalate when the question needs live equipment control, a refund, or a human. 1) Turn my knowledge into short articles tagged by topic (start a charge, billing, access, hardware slang). 2) List 20 test questions in the messy way drivers actually talk, plus the expected answer or escalate. 3) Draft the agent instructions: greet, identify the site/session if mentioned, answer from articles, ask one clarifying question when needed, escalate with a handoff note. 4) Propose a weekly review: which tests failed, which slang to add, escalate rate. Do not connect to a live system in this chat.
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- Copy the prompt above.
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Works with: Agentforce, Salesforce Service Cloud, Slack, ChatGPT, Claude
Real-world example: salesforce.com/customer-stories/greenlane/
Before you use it: what to check
Already built into this prompt
- Rules: answer only from that knowledge; never invent a price, status or fault code; escalate when the question needs live equipment control, a refund, or a human.
- Do not connect to a live system in this chat.
Check yourself
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
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- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
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